3. Understand the four dimensions of service management

Question 1

VOIP

Answer 1

Value streams and processes
Organizations and people
Information and technology
Partners and suppliers
Every answer should cover all 4 of these topics

Question 2

Value Streams and Processes

Answer 2

1. A value stream is a series of steps undertaken by an organization to create and deliver products and services to consumers. Its implementation as a combination of the organization’s value chain activities
2. A process describes what is done to accomplish an objective

A process is what’s done to accomplish the objective
The value stream is what’s undertaken to create and deliver that product or service

Question 3

Organizations and People

Answer 3

This is as it relates to the customer so does it fit:
1. Roles and responsibilities does the customer need to have to make use of this product or service
2. Formal organizational structure
3. Culture
4. Staffing and competencies

This is to look at is this product built for our customer to take advantage and use it

Question 4

Information and Technology

Answer 4

1. Information created, managed, and used in the course of service provision and consumption - are we able to effectively deliver the information needed to use the product
2. Technologies that support and enable that service - is the technology that we are using right? is it new, old, to new, supported anymore, etc

Question 5

Partners and Suppliers

Answer 5

1. Some organizations might believe they can be best served by focusing their attention on developing core competencies, using partners and suppliers to provide other needs
2. Other organizations might rely on their own resources, thus using partners and suppliers as little as necessary. Both these approaches represent extremes